The Loughton Surgery

Reception staff were friendly and helpful

The NHS and general practice are clearly under considerable pressure, as is widely acknowledged, but since relocating from my previous practice, my experience has been quite encouraging. I have been able to secure appointments at times when I have needed them, and the team has shown particular consideration when assisting with matters concerning my elderly relative who has ongoing health concerns. The front desk team have consistently demonstrated friendliness and a helpful approach throughout my interactions.

Doctor explained everything clearly over phone

The clinician called at the scheduled time and provided clear explanations throughout the conversation. I found it challenging to receive a diagnosis through a phone consultation, though I understand this reflects current circumstances.

Quick appointments and no waiting around

This practice has genuinely improved significantly. I've found it straightforward to secure appointments with minimal wait times, including availability on the day I need them. The waiting room experience is efficient with minimal delays, and everything runs on schedule. The digital referral system works really well. I'm very satisfied with the high standard of service provided. Much appreciated.

Great practice..

I just wanted to write and say how quick it was to get an appointment to see a doctor , I phoned on Wednesday 22nd October and was given one for the same day.. I cannot praise Dr Y Thompson enough for her kindness and great advise given! Regards M. king..

Brilliant GP and care to patients

I had a great experience. It was nice to deal with such kind and helpful people, from the doctor to the reception staff. I got outstanding support. Thank you.

Practice discourages patients from leaving honest reviews

This practice falls significantly short of expectations. I would strongly advise seeking care elsewhere and would not recommend registering here. While the practice is funded to provide patient care, the service delivered is inadequate. There appears to be an attempt to discourage patients from sharing negative feedback about their experiences. In a previous review, a patient reported being advised to contact management rather than leave public feedback, with reference to prior guidance on this matter. This approach is problematic, as patients have every right to document their experiences honestly. The practice seems reluctant for such feedback to become widely known. The patient was offered an apology followed by a suggestion to register elsewhere, which comes across as dismissive. The practice has accessed records of former patients without apparent authorisation, which is concerning. Service levels amount to superficial gestures rather than genuine care, and procedures do not appear to align with proper NHS standards. I am relieved to no longer be a patient here, as the overall approach feels indifferent to patient welfare. Former patients should be aware that records may continue to be accessed inappropriately after leaving the practice, which should not occur. There appear to be questions about how management positions are allocated within the practice structure. I encourage others to review feedback about this practice and consider these accounts carefully when making their own decisions.

Friendly doctor who takes time to explain

I have been a patient at this surgery for many years and have found one particular clinician to be excellent. They are approachable and comprehensive in their approach. They also communicate in a clear manner, which I find very beneficial.

Dismissive staff more interested in fees

The service felt disorganised and focused on financial matters rather than addressing health concerns properly. I would recommend considering an alternative practice that prioritises patient care more effectively.

Felt truly listened to and understood

The clinician at my practice has been remarkably supportive, taking time to listen attentively to my concerns and addressing them in a methodical and well-organised way. They demonstrate genuine compassion and care, and have been instrumental in helping me manage my various health matters.

Calls kept getting hung up on me repeatedly

I am disappointed with the service once again. The practice informed me that they had attempted to contact me by telephone on two occasions to arrange my appointment. However, I dispute this account, as I was actively waiting for my appointment with my phone readily available, yet I have no record of any incoming calls on my device. When I contacted the practice to raise this concern, the call was terminated abruptly. On my second attempt to reach them, a staff member did listen to my concerns and assisted me in rescheduling my appointment, though I will need to verify this has been processed correctly. When I tried to provide additional information about the reason for my visit, my call was disconnected again. This is not an isolated incident. The practice has a zero tolerance policy regarding disrespectful behaviour, yet I find it concerning that there appears to be a lack of consistency in how calls are handled and concerns are addressed. I feel my time has been wasted and that the service does not reflect the standard of care I would expect. This is frustrating given my investment in the practice through my taxes.

Quick callback saved me from waiting

Called the surgery at 8am and received a callback within fifteen minutes, which was an excellent service compared to waiting in a queue. A face-to-face appointment was made available at 9.40. The clinician was comprehensive in their approach, taking time to discuss my symptoms, explain the findings, and outline the recommended treatment plan. I was extremely pleased with the overall experience.

Staff listened and acted on my concerns

I have been attending this practice for a year and I am very satisfied with my experience. The team members are consistently supportive and responsive, the clinicians promptly arrange any necessary investigations, and they provide appropriate medical interventions for the issues I present with.

Front desk receptionist was unnecessarily rude

I rarely submit reviews, but I felt compelled to share my experience from today when I attempted to arrange a telephone consultation. I was quite let down by the manner in which I was treated by the reception team member. Throughout our conversation, their approach came across as dismissive and fell short of professional standards. The interaction was unpleasant and seemed unnecessary. This type of conduct reflects negatively on the practice as a whole and detracts from the quality of care patients receive. I would encourage the management team to consider this feedback and work towards ensuring that all team members engage with patients in a courteous and respectful manner. Given what I have observed, I can understand why the practice has received critical feedback from others.

Felt heard and given proper time to talk

The clinician I saw was a complete breath of fresh air. They were able to answer my questions and concerns, demonstrated knowledge and kept up to date with relevant health matters, showed genuine care and interest in my issues, and spoke to me at an appropriate level rather than making assumptions about my understanding or using overly simplified language. I didn't feel rushed and was given sufficient time to discuss everything I needed to mention. They were friendly, approachable and I felt completely at ease discussing my concerns. They gave me great confidence, which hasn't always been my experience at the practice. They were how healthcare professionals used to be. I will definitely request to see them again. I would encourage the practice not to rush their appointment slots and to allow them to continue working in their current manner rather than conforming to current pressures, as more clinicians like this are needed in the NHS. It would be valuable to retain this member of staff.

Receptionists hung up without listening to concerns

I need to update my review once more. Returning to 1 star. The reception team interactions have been problematic. I felt unheard during calls and experienced abrupt disconnections. My partner attempted to book an appointment for our child on multiple occasions. Each time, the reception staff appeared unwilling to assist and ended the calls when asked for identification. This is a significant concern that requires attention.

Felt genuinely listened to and supported

I appreciate the sincere help and support I received during my visit.

Rushed appointments left me seeking private care

I haven't experienced major problems at this practice overall, but on several recent occasions when I've requested an appointment with a doctor, I've been seen by a different healthcare professional instead who seemed rushed and didn't take time to properly address my concerns. I left without getting the answers I needed. This frustration has led me to seek private healthcare to get the clarity I was looking for.

Felt listened to and well explained

I felt heard during my appointment, as the clinician listened carefully and provided a thorough explanation of the available options. Highly recommend.

Poor communication left me walking in pain

I felt deeply disappointed by how the surgery was organised and the systems that were in place for delivering care. I had an appointment scheduled for an injection procedure on my heel. No clear communication was provided explaining that I needed to obtain a prescription for the medication beforehand—only what appeared to be a routine appointment reminder. Upon arriving at the surgery, I was asked whether I had brought the medication with me. I was unaware of this requirement, and it seemed unreasonable that for a standard procedure, the medication wouldn't be held in stock at the surgery itself. It transpired that the prescription hadn't even been issued. The reception staff were genuinely apologetic and arranged for the clinician to issue a prescription. I was instructed to visit the pharmacy to collect it, though initially I was told it wasn't available there and directed elsewhere. After expressing my frustration, the medication was eventually located. I then had to return to the surgery for the procedure. As I have no access to transport, this meant walking on painful feet to the pharmacy and back before I could receive the injection. I later discovered this wasn't an isolated incident. Changes are clearly needed. When someone requires an injection procedure, it's evident they're experiencing discomfort, so better communication with patients beforehand would help, or alternatively, ensuring medications are available so treatment can proceed without unnecessary complications. The clinical and reception staff were genuinely apologetic and patient while I expressed my concerns, and I recognise this situation wasn't of their making. The responsibility for this issue rests with the practice management level.

Felt genuinely listened to and cared for

The healthcare professional I consulted with at the NHS practice was excellent. They demonstrated kindness, genuine care, and provided thorough guidance throughout our consultation.